URGENT HIRING | Quality Assurance Assistant Manager (Telco) | Alphaland

About the Role

We are looking for a highly driven and experienced Quality Assurance Assistant Manager to lead quality initiatives and drive operational excellence for our Telecommunications campaign. The ideal candidate will have a strong background in contact center quality management, process improvement, and team leadership, with a passion for delivering exceptional customer experiences.

Key Responsibilities

• Manage and oversee QA operations for the Telco program to ensure compliance with client standards and company policies.
• Lead a team of Quality Analysts by providing coaching, mentoring, and performance management.
• Conduct quality calibrations, audits, and trend analyses to identify performance gaps and improvement opportunities.
• Develop and implement quality frameworks, scorecards, and monitoring processes.
• Partner with Operations, Training, and Client Services teams to drive continuous improvement initiatives.
• Analyze performance metrics and generate actionable insights to improve customer experience and operational KPIs.
• Present quality performance reviews, reports, and recommendations to internal stakeholders and clients.
• Ensure adherence to regulatory requirements, customer service standards, and operational procedures.
• Drive root cause analysis and corrective action plans to improve agent and team performance.
• Support client visits, business reviews, and quality-related projects as required.

Qualifications

• Bachelor's Degree in any field.
• At least 3-5 years of Quality Assurance experience in a BPO environment, with a minimum of 1-2 years in a supervisory or leadership role.
• Strong background supporting Telecommunications (Telco) accounts.
• Proven experience in quality analysis, calibration sessions, and performance improvement initiatives.
• Excellent analytical, problem-solving, and reporting skills.
• Proficient in Microsoft Excel, PowerPoint, and quality management tools.
• Strong communication, presentation, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience handling large-scale Telco programs.
• Knowledge of Six Sigma, Lean methodologies, or quality improvement frameworks is a plus.
• Client-facing experience is highly preferred.